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Life and pensions complaints data

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Aviva Life Services UK Ltd

This includes complaints about: Life & Critical Illness, Income Protection, Individual & Group Pensions, Annuities, Investments and Equity release.

On 13 April 2015, Aviva acquired the Friends Life Group of Companies. The complaints data for Friends Life companies is now included in the overall Aviva Life Services data published on this page. Before 1 July 2017, Friends Life complaints data was reported separately.

Table of figures for the period January to June 2019

Number of complaints opened by volume of business

Product / Service grouping

Provision (at reporting end period)

Intermediation (within the reporting period)

Number of complaints opened

Number of complaints closed

Percentage closed within 3 days

Percentage closed after 3 days but within 8 weeks

Percentage upheld *

Main cause of complaints opened

Banking and credit cards

N/A

N/A

N/A

N/A

N/A

N/A

N/A

N/A

Home Finance

7.3 (per 1,000 balances outstanding)

N/A

728

725

37%

44%

47%

Delays / Timescales

Insurance and pure protection

1.3 (per 1,000 policies in force)

N/A

6,556

6,189

42%

50%

53%

Other general admin / Customer service

Decumulation and pensions

1.5 (per 1,000 policies in force)

N/A

12,603

12,030

38%

54%

76%

Delays / Timescales

Investments

2.9 (per 1,000 client accounts)

N/A

4,492

4,338

37%

54%

66%

Other general admin / Customer service

Credit related

N/A

N/A

N/A

N/A

N/A

N/A

N/A

N/A

The Financial Conduct Authority ask us to report to them the percentage of complaints we close within 3 days and between 4 days and 8 weeks. This is the information you can see here.